Dental All-Stars: Achieving clinical excellence and boosting case acceptance through the emotional exam. Expert insights and coaching.
Resources:
About Jennifer Manrique
Jenn is an All-Star Mastery Coach. She has experienced the business of dentistry from many angles and has helped teams and doctors reach record-breaking goals with her expertise in case acceptance. Her passion for dentistry is why she remains on the front line working the dental trade every day.
About Eric Vickery
Eric holds a degree in business administration and brings a strong business and systems approach to his consulting. His initiation into the field of dentistry was in the area of office management. He managed dental practices for over ten years and has been consulting over 250 offices nationwide since 2001.
About Alex Nottingham JD MBA
Alex is the CEO and Founder of All-Star Dental Academy®. He is a former Tony Robbins top coach and consultant, having worked with companies upwards of $100 million. His passion is to help others create personal wealth and make a positive impact on the people around them. Alex received his Juris Doctor (JD) and Master of Business Administration (MBA) from Florida International University.
Episode Transcript
Transcript performed by A.I. Please excuse the typos.
00:00 – 01:00:03:25
You can be doing everything right on the front end and answering the phone and having the patient walk in.
01:00:03:27 – 01:00:11:17
But if the clinical aspect of that is not executed to the same caliber of what the phone is, then the case acceptance stops there.
01:00:12:09 – 01:00:21:03
This is Dental Allstars, where we bring you the best in dentistry on marketing, management and trading. Here’s your host, Alex Nottingham.
01:00:21:03 – 01:00:33:21
Welcome to Gentle All Stars. And we are doing another coaching Playbook episode. We have Eric, our president of coaching, as always, on these calls. And we have Jen, one of our great mastery coaches from Alaska.
01:00:33:23 – 01:00:35:27
Hey, Jen,
01:00:35:27 – 01:00:51:06
one of the awesome things about Jen, besides just being a great coach is you still work part time in an office and gosh, the numbers that you’re pulling in in terms of a treatment presentation are phenomenal. So it’s nice that you can bridge both the gap when it comes to coaching and treatment, coordinating.
01:00:55:06 – 01:00:56:05
Well, tell me about you.
01:00:56:05 – 01:01:57:25
What what got you into dentistry? How did you end up in dentistry and doing so well with treatment, coordination, and then also, what led you to be a coach? And by the way, our topic today, we’re talking about the emotional exam. So tell me about those two areas of your journey.
01:01:58:06 – 01:02:17:01
And just remind me, these numbers are enormous, what you’re doing, what was like a $100,000 a month, some months. What are you doing over there in Alaska? You have teeth, your people. That’s amazing.
01:02:17:02 – 01:02:30:18
all.
01:02:30:24 – 01:02:47:21
Tell me, what is this? Because I forgot. I think you and Eric told us about it before, but I totally forgot. What is this? I know in business school what I’ve learned. The strength, weakness is opportunities. Threats. But you’re doing you’re using this in in a case presentation format. Very interesting. Tell me.
01:04:09:15 – 01:04:31:01
And we’re going to get right.
01:04:32:07 – 01:04:53:10
Yeah, they are.
01:04:53:10 – 01:05:06:18
What I like about hearing from you. If you can just give me a quick background of what the SWAT stands for, you know, and how you, you know, in terms of the case acceptance, how you use it. And give me an example, because what’s nice is you’re actually doing it. I mean, we could talk theoretical.
01:05:06:22 – 01:05:12:01
We can coach others on it. But it’s nice to see someone who coaches but also is in the front lines doing it.
01:06:00:23 – 01:06:07:23
I think it would be fun if maybe we can do a role play. We can have Eric be the patient and you can be you a trip coordinator.
01:06:07:25 – 01:06:19:04
So Jen set up a scenario of how this will work and Eric will just do what he’s programed to do based on the scenario. But what would this look like maybe from your experiences so we can see this play out
01:07:26:18 – 01:07:37:25
you did the strength already, the ass, which was what he liked about his teeth. And he seemed okay about them. And then the W or the weakness, he just explained the food trap and that the feeling change. Okay, so we’re S.W. and falling along Continue.
01:07:57:05 – 01:08:17:21
yeah. So
01:08:36:02 – 01:09:04:26
maybe it’s like I.
01:09:07:03 – 01:09:18:03
So that was, that was the. Oh, okay.
01:09:53:25 – 01:10:21:21
We are all so I don’t want to.
01:10:21:21 – 01:10:23:16
on the doctor, what would you tell me? Or
01:10:23:16 – 01:10:24:19
in that case that you found
01:11:24:20 – 01:11:38:24
So, sounded like to me what you did is you really did a wonderful fact finding mission. Got to know Eric, and then you replayed and paraphrase his whole story back to the to the dentist in front of him, which showed you were listening Trust. And everybody’s in the same
01:11:38:24 – 01:11:39:13
page.
01:11:39:15 – 01:11:53:00
That’s beautiful. And then that puts the patient in a very open state. They see that you can be trusted. You care about them and their that helps obviously, case acceptance tremendously. So, Jen, thank you so much
01:11:53:00 – 01:12:00:04
for going over the emotional exam. And I really enjoyed the role play to see it in action. And I think our listeners really, really appreciate that.
01:12:00:05 – 01:12:22:27
And I also want to put a link, I’ll put a link in the show notes all star dental academy dot com slash dental coaching, dental dash coaching and that will be a link where they can see your bio You’re there Eric you’re there as well. Learn more about coaching and what’s great about coaching is it’s yes you learn these skills in our online program as well with coaching but then as the applications are role playing, doing what we did here so that the team can replicate.
01:12:22:27 – 01:12:42:23
Because if you’re a great producer, which we know and then we just we teach the team the skills you have. But there’s one other step. It’s the practice as a role play. It’s that they’re getting comfortable on the spot. It’s one thing to understand it academically, but if you can apply it, if you can role play it, and I would even say this is really enlightening to me, I would work with the team on this, which you do.
01:12:42:23 – 01:13:00:13
I know that, Jen, you have great reviews with the team and then bring the doctor in to role, play the same example. Have somebody play patient, somebody play treatment coordinator and the doctor and is that everybody’s in the same page. And it’s a beautiful performance. It’s a performance, yes. But it’s one that it’s not fake. It’s from the heart, but it shows the patient.
01:13:00:13 – 01:13:17:28
It’s always nice when you’re looking to buy something as a buyer that the people you’re buying from. Did their homework and you’re their homework. They prepare themselves well and they know you. It’s a lot easier to buy that when they’re just telling you what to do. Then it’s like they don’t care. It’s all about them. But people love to hear about themselves.
01:13:18:00 – 01:13:33:27
So thank you. Jen Manrique Thank you. Eric Vickery And please remember to follow us on Apple Podcasts and Spotify. This way you’ll get the episodes as they are released and share with your friends. This is great material. And until next time, go out there and be an all star.
01:13:34:00 – 01:13:46:17
We hope you enjoyed this episode of Dental Allstars. Visit us online at all. Star Dental Academy dot com.
